Meet Our Members – American Global Tax plan Limited
How do you replace the irreplaceable? Same service excellence, different mode, processes and people
ow do you provide the same service excellence to clients that have been carefully nurtured by an icon over a period of 30 years? The late James Rooney was a pioneer of U. S. Expat Tax services in Southeast Asia. He was a man who clearly cared deeply about his clients and provided an exceptional professional service, developing a loyal client base and setting very high standards and expectations. Having acquired the company after Mr. Rooney passing, we provide an exceptional service using different processes, systems, technologies and more importantly, people.
U. S. Global Tax Limited ( American Global Taxplan Limited) is an international U. S. tax advisory service with a focus on the use of technology to provide exceptional personalised tax services to U. S. expats and clients with cross- border taxation issues. Our head office is in Auckland, New Zealand and we have an office in Sydney, Australia; in addition, we have specialists located throughout the world who are selected to apply their particular skills to each client’s needs. We are passionate about and committed to providing an exceptional client service.
Having been asked to write a short article for AMCHAM I am now sitting looking at the first two questions ( above) and to be honest, six months into the process the scale of the challenge still stuns me. A huge regret for me is that I personally did not get to meet Mr. Rooney, but the respect of our entire team for him as a person and as a professional has grown enormously during our presence in Thailand.
The process for us started back in late November 2015 when I received a vague email from a complete stranger, now a friend and company advisor, Khun Sakrapee Puengrung. It simply stated that Mr. Rooney had passed away and that his clients needed help and if I was interested I should let him know. After some consideration I responded that
American Global Taxplan Limited Directors ( from left): Tony Eaton, Lance Morris, and Thomas Carden
I was interested and also sent an email to Taxplan Limited offering either my condolences or advising that someone was trying to market their clients. I was contacted immediately by Khun Kamthorn Ounhirunskul, the attorney who skilfully and professionally guided us through the process to a full agreement with Dawn and Sarah Rooney within a period of two weeks. Year- end was looming and it was urgent.
It immediately became clear to us that Dawn and Sarah’s priorities for were first, to ensure the clients were well cared for and second, to ensure that the staff were cared for, by an organisation with similar values as their own. We have made a commitment to both of these priorities. While Khun Kamthorn ensured all legal details were attended to, the agreement was essentially based upon trust between two like- minded groups of people.
By December 17 we had an agreement and proceeded with the daunting task of establishing a fully functioning business to service clients in Thailand by January 1, 2016 with Christmas in the middle of it all. Thanks to the brilliant Khun Noi, now manager of the Thailand office, I arrived in Bangkok on January 4 to a fully functioning office and team. I still wonder how she managed to do that in three weeks. The ensuing five months have essentially been focussed on understanding clients’ specific needs and expectations and doing everything in our power to meet and exceed these expectations and needs while at the same time processing tax returns through the peak of the season. We will continue with this level of commitment that we made to our client and the memory of Mr. Rooney.
We thank all clients that have used our services and appreciate the opportunity to assist you. For those who believe we have done well, I guarantee we will do better next year. For those who are satisfied please let us know how we can do better. And for those for whom we have not achieved an appropriate standard of service, please do talk to us. We guarantee continued improvement. It has been short, sharp, intense and an immense challenge in such a short space of time but we have met some incredible people along the journey and we thank you all.
So how do you replace the irreplaceable? The answer is you don’t, you can’t and you shouldn’t try. We can simply focus on doing our job and meeting our obligations to Dawn, Sarah, James and all our clients.
Tony Eaton is Director for Business Development at American Global Taxplan Limited. He can be contacted at tony@ usglobaltax. com.